CONOR POPE answers your entitlements queries
I was stuck for 48 hours in London because of the snow – what am I entitled to?
Consumers stranded in the snow have unambiguous rights. Under EU Regulation 261 airlines must offer passengers affected by flight cancellations a refund or a rerouting on the next available flight. If someone booked to travel on a flight which has been cancelled asks for a refund then the airline’s responsibility ends there. If they wait for the next available flight, the rules say airlines must provide accommodation and refreshment until the alternative flight departs. You are also entitled to two telephone calls and transport between the airport and place of accommodation.
Am I entitled to compensation?
No. Unless the delays are the fault of the airline – an engine malfunction, for example – the issue of compensation does not arise. All you will get is sufficient funds to cover “reasonable” expenses incurred as a result.
Who decides what is reasonable?
Ultimately, it is aviation regulators who determine what amounts to reasonable expenses but common sense does apply. If you check into modest accommodation and don’t splash out on lavish meals in high-end restaurants while you’re waiting for your plane to depart, then you should be covered.
It is vital passengers keep all receipts – airlines will not entertain claims if there is nothing to back it up.
How do I go about claiming back the expenses I incurred?
Send copies of all receipts to the airlines on which you were booked to fly. Never send original receipts. Include booking references, passenger names, original flight details and any new flight details.
How long will it take before I get my money back?
Thousands of people have been hit by the delays and cancellations and it is Christmas so it will take time for airlines to clear backlogs – if an airline has not made an initial response to your claim within 15 working days, contact the aviation regulator in the country where you were stranded, sending copies of all receipts along with booking references, passenger names, original flight details and new flight details.
I was stranded in Frankfurt and haven’t a clue how to contact the German regulator? And my German is rubbish too.
All regulators are accustomed to dealing with complaints and the Irish regulator will act as a postman and reroute complaints sent from Irish passengers to the relevant authorities.
I left the airport and took a train and ferry home – what do I get?
Not a lot. Because you did not go for the rerouting option and made your own way home, your contract with the airline effectively ended and it has no obligation to cover any of additional expenses incurred while you made your way home. They are, however, still obliged to provide a refund of the cost of the flight ticket.
I have travel insurance – is that any good to me.
You would think so but the answer is probably no. Most travel insurance policies have act of God get-out clauses and because this is how the snow is being viewed insurance payouts are very unlikely. It is, however, worth checking the terms and conditions just in case some cover is provided for circumstances such as these.
